Reporting to the Ambulatory Applications Manager, the Applications Analyst ll, PRN, supports the Epic Ambulatory and ECPlus Teams which includes MyChart and MyChart Bedside.
Works with limited autonomy under general supervision, requiring some instruction and guidance. Is knowledgeable and proficient in supporting their team's primary application(s) and also works to gain an increased understanding of overall system integration and functionality. Responsible for building system components, testing, implementation support and maintenance of assigned system applications. Performs analysis, trouble shooting and data collection, and then relays findings related to reported system issues. Analyzes/reviews and tests each product release and communicates needed changes to operations. Must be able to document and follow system change control procedures. Works closely with other analysts, software vendors and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. Researches, analyzes, and works with other team members to facilitate and implement business and system workflows in order to expedite process improvement and coordinate business practices. Identifies best practices and works with team to implement opportunities for standardization. Prepares activity and other reports as necessary. Provides some guidance and mentoring to other team members. Attains and maintains necessary certifications, as applicable, in a timely manner according to policy. This individual should have excellent customer service and stakeholder management skills along with highly effective written / verbal communication and interpersonal skills.
Days and hours worked may be variable.
Education:
Required:
1. High School Diploma and 7 years' experience in one or more of the following - Healthcare, IT, and/or Clinical/Financial Operations.
OR
2. Associate's Degree and 5 years' experience in one or more of the following - Healthcare, IT, and/or Clinical/Financial Operations.
OR
Bachelor's Degree and 3 years' experience in one or more of the following - Healthcare, IT, and/or Clinical/Financial Operations
Preferred
Experience:
Required:
- Understanding of information system technology and database applications is necessary.
Preferred:
- N/A
Position Requirement(s): License/Certification/Registration
Required:
- Complete education and pass certification in primary EPIC application module(s) within 120 days of completed education and maintaining EPIC certification(s) as required.
Preferred:
EPIC certification in the module(s) being represented
- Experience in EMR installations
Position Key Performance Indicators (KPIs):
25% - 1. KPI: System Build and/or Configuration
Continues to develop independence and skills to interpret, research, modify, analyze and design system data and information in order to provide routine support and maintenance of assigned application(s) and keeps system current for maximum efficiency. Ensures system integrity is maintained and meets all governing and regulatory requirements.
The above is accomplished by the following (order does not indicate importance):
1.1) Consults with users to identify current operating procedures and clarify process objectives and communicates findings to team.
1.2) Defines system and user workflows to illustrate sequence of steps needed and describe logical operations involved.
1.3) Converts user specifications into functional specifications.
1.4) Assists with the development of implementation plans and advance communication to all impacted stakeholders regarding scheduled system updates/upgrades.
1.5) Adequately tests all system changes and build to appropriately mitigate or eliminate system risks and adverse effects.
1.6) Facilitates communication and acts as a primary liaison between teams, users and vendors.
1.7) Provides regular feedback to Team Lead and/or management on status of work responsible for or assigned.
1.8) Ensures co-workers and operational end users are notified of changes/additions to software system.
1.9) Shows understanding and is receptive to business needs conveyed by operations.
1.10) Respects and follows governance processes, mandates, and associated tools.
1.11) Able to clearly communicate and document system capabilities and constraints in response to change requests.
1.12) Reviews and writes clear documentation to describe system processes, installation, and operating procedures.
1.13) Works with the Instructional Designers to develop and distribute training materials to meet educational requirements.
1.14) Maintains appropriate documentation, audit trails and change control in accordance with Erlanger Health System and IT policies and procedures.
1.15) Develops reports and extracts and works to define interface requirements. Works closely with report writers, data warehouse and interface teams to meet operational and regulatory needs and requirements.
1.16) Assists team and operations in developing business continuity and downtime procedures.
1.17) Following any scheduled or unplanned downtimes, performs appropriate integrity checks when system availability is restored.
20% - 2. KPI: Problem Solving/Issue Resolution
Proactively anticipates, mitigates and/or resolves system problems. Solves system issues/problems reported and assigned to the analyst according to IT Service Level Agreements (SLAs) while working with operational end users and other application analysts.
The above is accomplished by the following (order does not indicate importance):
2.1) Uses cognitive reasoning skills, appropriate level of application knowledge and experience to research problems in order to determine the root cause, potential solutions and recommendation for resolution.
2.2) Appropriately evaluates relative priority of request, keeping in mind factors such as patient safety, regulatory requirements and deadlines, as well as the effectiveness of alternative interim solutions.
2.3) Documents issues and initiates issue tracking. Reports problems or issues to software vendors or other IT departments as appropriate. Monitors and oversees progress of software vendor or other departments to ensure timely resolution of issues. Meets escalation expectations when objectives and deadlines are at risk.
2.4) Maintains clear communication with end users, as well as IT and operational leadership to receive appropriate governance approvals and keep relevant stakeholders informed of issue status and expected resolution dates.
2.5) As part of the team's rotation for on-call, must acknowledge and resolve tickets according to established SLA�s.
20% - 3. KPI: Professional Performance
Demonstrates professional behavior and exhibits a positive, supportive and collaborative manner when interacting with team members, end users, leadership, vendors, etc.
The above is accomplished by the following (order does not indicate importance):
3.1) Assists in providing and is receptive to receiving mentorship and guidance for/from other analysts.
3.2) Takes ownership of overall team and IT success.
3.3) As outlined in Erlanger policy 8237.0802, is respectful and courteous to leadership, all team members, operational and external stakeholders, etc.
3.4) Achieves and maintains appropriate certifications related to assigned application and/or role.
3.5) Shows attention to detail and ability to adequately gauge and respond to urgent organizational needs.
3.6) Identifies and capitalizes on opportunities and resources to learn and enhance professional competency.
3.7) Consistently demonstrates that newly acquired knowledge and skills are incorporated into actual practice.
3.8) Ensures delivery of accurate and timely information to end users, team members, etc.
3.9) Works to reduce duplication of effort within department and across organization.
3.10) Actively looks for system opportunities to provide labor/cost savings to the team, department and organization
3.11) Actively participates in process and quality improvement.
3.12) Is punctual to and attentive during meetings and offers relevant expertise and input as needed.
3.13) Provides proper handoffs of information as necessary using communication skills and tools.
15% - 4. KPI: Integrated Application Management
Understands and monitors the system for successful integration, especially before/after changes/moves to production environment to ensure data integrity and successful flow of data between applications. Continually works to identify opportunities for functional and stability improvement in applications and ensures system integration and intra-operability while acting as a gatekeeper to maintain core functionality of the system.
The above is accomplished by the following (order does not indicate importance):
4.1) With oversight from more senior team members and increasing knowledge, works within cross-functional team and with end-users to achieve application integration to meet operational needs.
4.2) Works to continually develop and learn integration between applications. Shares integration knowledge with other team members, other teams, and operational stakeholders.
4.3) Actively participates in team and cross-team meetings using effective communication skills.
4.4) Assists and when assigned, takes responsibility for appropriate functional testing and executes required testing in a timely fashion, ensuring that it is completed before integrated testing.
4.5) If designated monthly integrated tester, actively participates in script review/development, testing, issue resolution and communication. Takes responsibility for overall success of integrated testing success.
4.6) Demonstrates increasing independence in collaboration activities with system security team members in creating and maintaining role-based access specifications.
4.7) Demonstrates increasing proficiency in understanding how application security structure meets organizational, regulatory and audit requirements regarding segregation of duties, HIPAA and scope of practice, etc.
4.8) If designated as point-person for specific integrated area (i.e, Reporting, BCA, etc.) or assigned to help temporarily, takes ownership fulfilling requirements of the role and communicates effectively.
15% - 5. KPI: Project management and Performance
This position will often be expected to participate in eChart-related projects. These projects range in size, scope and complexity with varying timelines and build requirements. All participating analysts will be required to follow appropriate project life cycle protocols and processes, including appropriate documentation.
The above is accomplished by the following (order does not indicate importance):
5.1) Effectively completes assigned tasks associated with projects by deadlines specified.
5.2) May be asked to serve as project lead and/or team member for the implementation of new applications/systems or updates to existing applications.
5.3) Performs assigned role in complex application upgrade initiatives.
5.4) Uses project management techniques, tools and methodologies to ensure project scope objectives, timelines and budgets are met.
5% - 6. KPI: Miscellaneous duties
Performs other duties as assigned.
